As a vital part of its Reconnecting the Customer inquiry, the Australian Communications and Media Authority is seeking the broadest possible input on the problems telecommunications customers are experiencing with customer service and complaints-handling.
In announcing the formal terms of reference for the inquiry today, ACMA Chairman Chris Chapman said, ‘We want to understand what the problems are – the way the telecommunications industry is dealing with its customers and the root causes of those problems. And critically, we want to identify enduring solutions that will improve customer service and complaints-handling, both now and into the foreseeable future.’
A consultation paper also released today with the terms of reference seeks input about these issues from everyday members of the Australian public, consumer groups, telecommunications companies and other regulatory agencies.
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